Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 15th I received notifications via my email from this company Acima thanking me for taking a loan/ lease with them . I immediately called them and told them that this is a fraud lease as I did not authorize this transaction and I have no idea who they are . They then told me I had to go to there fraud department and I had to get a police report . I got the police report submitted to them a few days later which they confirmed receiving it . Since they told me the police report was not good enough after they told me to get one . They now want me to file an *** report and send them a copy of my drivers license well I think not because how do I know for sure they are not fraudulent .company . They refuse to reverse this transaction as its an identity fraud cause and multiple emails have been sent and nothing has been done . Now theyre threatening me that if I dont pay they putting this on my credit report. So explain to me how a consumer has to take off work to go get a police report and thats not good enough. They made this loan without my authorization or doing their due diligence and now I have to move heaven and earth for there error. I would like this fraudulent loan/ lease reversed . They need to do better due diligence.Thank you .

  

  Business Response

  Date: 04/08/2025

  Acima Leasing (hereinafter we, us, our") received the complaint filed by Ms. ******* ****** through the ************************************ (the ****) on April 7, 2025. We investigated her complaint and provide the following response. 
  
  Acima Leasing takes fraud allegations very seriously. We note Ms. ****** sent us a police report. However, the police report she sent us only has her name, the officers name, case number, and date filed. We are unable to conduct a thorough investigation from a police report with such little information. We recommended Ms. ****** provide us with a ************************ Identity Theft Affidavit (*** Affidavit) and her ID so that we can perform a thorough investigation. The *** report and ID can be sent to ******************************* Upon receipt of the requested documentation, we will further investigate her allegation. If it is determined that this lease is, in fact fraudulent, we will take all necessary action. No further action will be taken while we await additional documentation. Absent proof of fraud, Ms. ****** remains responsible for the rental-purchase agreement and the past-due rent amount. 
  
  Ms. ****** may send the requested documents to ******************************* with any questions. 

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bed and a dresser through ****************. On February 13th the furniture was delivered. They build the dresser first, and then attempted to build the bed- however didn't have everything necessary to build the bed. The representative told me that they would have to take the bed back because they could not complete the building of the bed. I told them I didn't want any of the furniture if I couldn't have the bed, and they stated that since the dresser is already built- they couldn't take it back. I called the customer service line, who agreed to only charge me for the dresser since I could not return it- and they would not charge me for a bed a never received. I am looking at my leasing agreement, which states I was charged $1661.32. The dresser does not cost $1661.32. I have tried to get in contact with someone who can help me- however I keep getting the run around.

  

  Business Response

  Date: 04/14/2025

  Acima Leasing (hereinafter we, us, our) received the complaint filed by *************** through the Better Business Bureau (BBB) on April 4, 2025, regarding her lease amounts. We investigated her complaint and provide the following response.  
   
  Ms. **** indicates one of the merchandise items she initially selected was later returned. This is accurate. Pursuant to our records, Ms. **** initially selected multiple items of property, with the invoice cost reflected as $859.97 (the Property). Please note, this is the amount Ms. **** would have paid to purchase the Property, had she elected to purchase directly from the retailer. Ms. **** elected to utilize our leasing services, and entered into a lease-purchase agreement (the Agreement,) which allows her to make renewal payments until she either exercises a purchase option or elects to terminate the Agreement by returning the Property to Acima Leasing. Ms. **** initially agreed to make 52 bi-weekly renewal payments of $44.47 before tax, and would obtain ownership of the Property automatically upon completion of the renewal payment schedule. If Ms. **** did not terminate the Agreement or utilize an early purchase option, the Agreement reflected she would potentially pay a total of $2,363.32 before tax.  
  
  As Ms. **** indicates in her complaint, she did not receive one of the items, and as such only received the dresser (the Adjusted Property). As such, on February 13, 2025, we adjusted the Agreement to reflect an invoice cost of $589.97. This in turn, adjusted all payment amounts. Ms. ****'s new renewal payments are $30.97 before tax bi-weekly, and her adjusted Total of Payments is $1,611.32. Again, Ms. **** is not obligated to pay the adjusted Total of Payments. She may elect to purchase the Adjusted Property at any time, or terminate the Agreement by returning the Adjusted Property to Acima Leasing. Ms. **** has two Early-Purchase Options, (EPOs). The first allows her to purchase the Adjusted Property by paying $697.97 before tax, within ************************************************ **** may utilize the first EPO through May 11, 2025. The second EPO allows Ms. **** to purchase the Adjusted Property at any time after the first EPO expires, by making a lump sum payment equal to 65% of any remaining rent renewal payments.  
  
  We note we provided this information to Ms. **** in multiple forms. First, we provided all pertinent disclosures to her prior to her entering into the Agreement. During the signing process, a breakdown of her rent payment amounts, first EPO amount and her Total of Payments, along with a full copy of the Agreement, were provided directly to her for review on her own personal digital device. Second, we provided follow-up emails with a link to the Acima Leasing customer portal, so that she could view the status of her lease in real time including her currently available purchase option and a full copy of the Agreement. The adjusted Agreement is currently available online through the Acima Leasing customer portal at ***************************************** for Ms. **** to review. Finally, we note we spoke with Ms. **** directly by phone on April 4, 2025, discussing the lease adjustment with her.  
  
  Ms. **** requests a refund in her complaint. We reviewed and it does not appear that a refund is necessary at this time. Ms. **** has paid the agreed-upon adjusted renewal payment amounts. Additionally, she only references an amount of $1,661.32. We note Ms. **** is not being charged the full Total of Payments, as indicated above.  
  
  If Ms. **** has further questions, she may contact our customer service department  at **************.  

• Initial Complaint

  Date:04/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally dispute the account referenced under account number *********that appears on my ********************** report. This account was opened without my authorization and constitutes fraudulent activity. I have no recollection of applying for or consenting to any agreement with ACIMA DIGITAL FKA SIMP.Under 15 USC 1692g (Validation of Debts), you are required to provide verification of the debt or a copy of the judgment if I notify you in writing within *************************************************** documentation proving that I consented to this account. Without a valid, legally binding agreement bearing my signature, there is no basis for this account to exist under my name.Since this account was established fraudulently, I request its immediate removal from my credit report and that any collection activity cease. If you cannot provide proper validation within 30 days, you are required to delete this account from my record and stop further collection efforts.Please confirm receipt of this letter and notify me of the next steps to resolve this matter.

  

  Business Response

  Date: 04/04/2025

  Mr. ******* alleges Acima Leasing is in violation of 15 U.S. Code 1692g of the Fair Debt Collections Practices Act (FDCPA). Please note, Acima Leasing is not subject to the Fair Debt Collection Practices Act (FDCPA) as we are not a third-party debt collector, nor have we sold Mr. ******** lease to a third-party. However, we do provide verification of debt as a matter of best practice. We encourage Mr. ******* to review his agreement on the customer portal at ******************************************. Additionally, we confirm that the reporting of Mr. ******** lease is accurate. 
  As we have addressed the matter in full, we consider the complaint closed. Should Mr. ******* have further inquiry, he is welcome to contact our customer service department at **************. 
  

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke to a representative and asked for hardship hold options. They told me my account would be placed on hold and no payments would be charged until my hardship resolved. The next day I was charged twice. I reached back out to ask why I was charged and asked for a copy of my conversation from the previous day. The representative said Acima will provide it with a court subpoena. Its disappointing that I did the right thing and reached out regarding upcoming payment issues, I was lied to, and then threatened with undertones of legal action. Ive been a faithful customer for years. Terrible business practice.

  

  Business Response

  Date: 04/04/2025

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Ms. ******** ****** through the Better Business Bureau on March 28, 2025. We investigated her complaint and provide the following response.  
  Ms. ****** claims there was a conversation which took place prior to March 28, 2025, in which she was informed her lease would be placed on hold until further notice, however, these payments processed anyway. We note that the payments that were processed on March 28, 2025, were scheduled by Ms. ******* as part of a catch-up plan which would process her regular rent payment as well as a smaller additional amount in an effort to bring her lease current. Upon receipt of this complaint, we thoroughly reviewed our records and were unable to locate a communication with Ms. ****** from March 27, 2025. We note that Ms. ****** contacted us several times on March 28, 2025, and note she was informed by one chat agent and one phone agent that we did not have record of a chat in our system from March 27, 2025.  
  Ms. ****** states that during her conversations with Acima Leasing on March 28, 2025, she was told she would need a subpoena to receive a copy of chat records. Please note, this was not meant to be threatening in any way. Acima Leasing does not release communication records absent receipt of a subpoena, in order to ensure the privacy of sensitive customer information. We confirm Ms. ****** was provided correct information. 
  Ms. ******* desired resolution is a refund. Please note, Acima Leasing is not obligated to offer refunds for authorized rent payments. Additionally, please note that pursuant to the Agreement, Ms. ****** must contact us at least 3 business days in advance of a payment, if she wishes to make any changes to upcoming payments. However, in an effort to assist Ms. ******* we have initiated a refund of both March 28, 2025, payments in good faith. As Ms. ****** alleges she was told payments would be put on hold, we additionally turned off automatic payment processing. She may now either make one-time rent payments through the Acima Leasing customer portal, or she may contact us when she is ready for automatic payments to resume and again provide authorization for such.  
   
  As we have investigated Ms. ******* claims, and provided her with the desired resolution, we consider this complaint closed. Ms. ****** may contact our customer service department at ************** with further questions.  

  Customer Answer

  Date: 04/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I walked in to a furniture store to purchase a bedroom set. They said I could get it on credit with Acima and make payments. They added the insurance which is supposed to cover me if I lost my job which I did. I sent faxed them all the required documents and I have yet to hear back from anyone. I called multiple time and the phone line hangs up automatically. They have billed me 3 times the price of the furniture. Please help me

  

  Business Response

  Date: 04/07/2025

  Acima Leasing has attempted to reach out to Ms. ******* ****** regarding her complaint, and to assist it reaching a resolution, however we have been unable to get in contact with her. We kindly request that she contact our resolutions department at ************ with any questions and so we can assist her further.  

• Initial Complaint

  Date:03/27/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with advance america I do not have a contract with ACIMA DIGITAL FKA SIMPLE they did not provide me with the original contract as i requested

  

  Business Response

  Date: 03/31/2025

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Ms. ***** **** through the Better Business Bureau (the BBB) on March 27, 2025. We investigated her complaint and prepared the following response. Please note that Acima Leasing is not affiliated with *************** and cannot respond on their behalf. 
  
  Ms. **** alleges [She does] not have a contract with ACIMA DIGITAL. Pursuant to our records, on August 3, 2018, Ms. **** entered an independent third-party retailer ************* (the Retailer) located in *****, **. While with the Retailer, she applied and was approved for our leasing services. On that same date, Ms. **** selected a Sapphire Queen set (the Property). Acima Leasing purchased the Property, and Ms. **** electronically entered into a rental-purchase agreement (the Agreement) wherein she agreed to rent the Property from Acima Leasing. Alternatively, she could execute any other early purchase or termination option outlined within the Agreement.  
  
  Ms. **** claims [Acima Leasing] did not supply [her] with the original contract as requested. We reviewed her lease and we do not have a record of her requesting the original Agreement. Furthermore, the Agreement is accessible by logging into our customer portal at https//:*********************************. This option has been consistently available to *********************************************** has any questions or concerns in regard to her Agreement or would like to explore any purchase, termination, or settlement options that may be available to her, she may contact our customer service department by phone at **************. 

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased from ****** February 19th 2025 for a total of $1229.07. 2 items were not shipped. ****** tried to charge the card that was used at the time of the purchase of the other items, but the card declined, which resulted in the items being cancelled. I called Anima 3/11 to speak to someone about the adjustment since I did not receive those items, I was met with rude and disrespectful associates who told me I would have to call ****** for them to refund me. Then I received a email stating the difference of the adjustment, but it does not reflect in my payments, nor did I sign a new contract with the updated amount. I asked to speak with a supervisor, and was told there was no supervisor available. I Called back the next day, and I was told I had to wait for the supervisor. My wait time was over 33 mins. When I did speak to the supervisor, he told me that he would have to contact another department to send out a new contract to sign and he would give me a call back. He never called back and I have not received an updated contract for the difference. I called back the next day, only to have to explain everything again, and was told I would have to get in contact with ****** and have them re-issue me a refund for the 2 items I did not receive. I still have not received a call back, nor an updated contract. All I wanted was to ensure I was not paying for items I did not receive and an updated contract with the right information.

  

  Business Response

  Date: 03/31/2025

  Ms. **** claims that Acima Leasing has not made an adjustment after the return of merchandise. Upon investigation, we confirm that the adjustment has been made to Ms. ***** lease. To confirm the adjustment, we encourage Ms. **** to review the emails we sent to her stating the original rent renewal amount of $115.17 on February 19, 2025, as well as the adjusted rent renewal amount of $109.35 on February 23, 2025. As we confirm that the adjustment was made, we consider this complaint closed. Should Ms. **** have further inquiry, she is welcome to contact us by phone at **************. 

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Acima fraudulent withdrew more than 1600 that I didn’t approve but I received a email stating that I had agreed verbally for the withdrawal of the 1600 there is no way Acima spoke with me the number they have on file is not a working number so there was no way Acima got a verbal agreement for the withdrawal of the 1600 on 3/15/25

  

  Business Response

  Date: 03/31/2025

  Acima Leasing received the complaint filed through the Better Business Bureau by Mr. ******* ***** on March 27, 2025.  Upon receipt of the complaint, we attempted to reach out to Mr. ***** and provided a mutually satisfactory resolution, however we were unable to establish meaningful contact. We have granted a courtesy to Mr. *****, and as such, we consider this complaint closed. Mr. ***** may contact us at (801) 297-1982 with further questions.     

  Customer Answer

  Date: 04/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:They have not reached out to me discuss a resolution. They have not contacted me by email or phone concerning this matter.
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. I was taxed on my initial purchase as well as each payment I made to Acima. I am in Missouri and in the state of Missouri, payments made on a lease or loan are not taxable. I will need the tax I paid on the payments I made returned to me at the very least.
  
  I do not appreciate being taken advantage of and god only knows how many other in Missouri this has happened to and have been mistakenly charged. I have reached out to the companies resolution department multiple times with no answer. Something like this is grounds for a class action lawsuit.
  
  I’d like a reply back immediately. Thank you.

  

  Business Response

  Date: 03/26/2025

  Acima Leasing (hereinafter “we,” “us,” “our”) received the complaint filed by Ms. **** ***** through the Better Business Bureau on March 24, 2025, regarding taxes. We reviewed her lease and confirm Acima Leasing is required to collect tax on rent payments, when required by the customer’s state. Pursuant to paragraph 2 of the rental-purchase agreement (the “Agreement,”) that Ms. ***** elected to enter into, it states “Acima charges and collects tax with each Renewal Payment when required to do so by your state. Your payment amount may change to the extent the tax rate changes after the date of this Agreement.” As Acima Leasing is required to charge tax, we are unable to remove it from Ms. ******* Agreement. Please note that Ms. *****, exercised an early purchase option and purchased her lease on December 25, 2024.  
  
  As her lease is purchased and closed, and we confirm we appropriately charged tax, we consider this complaint closed. Ms. ***** may contact customer service by calling (801) 297-1982 with further questions.  

  Customer Answer

  Date: 03/26/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  According to the Missouri Department of Revenue, “Rental and lease charges to a customer for tangible personal property where tax was paid at the time of purchase are Exempt”
  

  Please research this further. 

  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:03/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally dispute an inaccurate account on my ********************** report. Upon reviewing my report, I noticed an account listed under the name Acima and *********************** which I believe is invalid.I am requesting that this account be investigated and removed from my credit report under the Fair Credit Reporting Act (FCRA). This account is either:Incorrectly reported: The details of the account are inaccurate or do not belong to me.Fraudulent/Unauthorized: I did not open or authorize this account.

  

  Business Response

  Date: 03/26/2025

  Acima Leasing reviewed Ms. ******** ***** complaint, and confirms we are not reporting her lease or payment history to the credit bureaus. We are unable to provide a response on behalf of other companies. If she has questions regarding her Acima Leasing lease, she may contact our customer service department at **************. If she wishes to provide proof of alleged fraud, she may contact our fraud department at *******************************